Client Support & Experience Specialist

AMG & Associates, Inc.; Maryland City (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

AMG & Associates, Inc. seeks a client-focused, organized Client Support Specialist to provide professional assistance to clients, address inquiries, resolve service issues, and ensure a positive client experience.

The role serves as a primary contact between the organization and its clients, helping navigate products and processes, document interactions in CRM, and collaborate with sales, operations, and technical teams.

Qualifications

• High school diploma or equivalent; associate or bachelor’s preferred.
• Experience in customer service or client support is a plus.
• Excellent written and verbal communication skills.
• Strong interpersonal and professional communication with diverse clients.
• Ability to manage multiple requests in a fast-paced environment.
• Proficiency with email, office tools, and CRM systems.
• Customer-first mindset with reliable service.

Responsibilities

• Respond to client inquiries via email, phone, live chat, and other channels.
• Provide accurate product, policy, and account information.
• Troubleshoot issues and coordinate resolutions per service guidelines.
• Document interactions and resolutions in CRM.
• Assist with account setup, service requests, and navigation.
• Monitor open requests and follow up for timely resolution.
• Escalate complex issues to appropriate departments.
• Maintain professional, empathetic communication throughout the process.
• Identify recurring concerns and suggest service improvements.
• Collaborate with sales, operations, support, and account teams.
• Keep records of communications and feedback up to date.
• Help clients understand services and resources.
• Follow service standards and data-handling procedures.
• Meet performance targets for response times, resolution rates, and CSAT.

Skills

Customer service

Communication

Problem solving

Time management

Active listening

Empathy

Organization

Teamwork

Adaptability

Education

High school diploma

Associate or Bachelor's degree in Business Admin/Communications

Tools

CRM systems (Salesforce, Zendesk, HubSpot)

Job description

AMG & Associates, Inc. seeks a client-focused, organized Client Support Specialist to provide professional assistance to clients, address inquiries, resolve service issues, and ensure a positive client experience.

The role serves as a primary contact between the organization and its clients, helping navigate products and processes, document interactions in CRM, and collaborate with sales, operations, and technical teams.